Smart Business Magazine, November 2017

CustomerServiceNEO SM November 2017 Smart Business Cleveland 39 A ll Cleveland Clinic employees from the shuttle bus driver to President and CEO Dr Delos Toby Cosgrove identify themselves as caregivers The word describes its united behavior and philosophy that every life deserves world class care The Cleveland Clinic believes that putting patients first means minimizing anxiety and fear in what may already be a difficult time for families and loved ones In January the office of patient experience began to roll out the service behavior model S T A R T with Heart at South Pointe Hospital The model outlines how every interaction should begin and how meaningful connections can be made quickly Following the rollout South Pointe saw an increase in HCAHPS scores which assess patient satisfaction Specifically nurse communication went from the 65th to 97th percentile and environmental services improved from the 51st to 90th percentile There was addition improvement in the areas of responsiveness medication communication and hospital recommendation The program had a significant impact on Cleveland Clinic staff as well as patients Ninety two percent of participants felt it enhanced their communication skills The S T A R T with Heart program helps drive the Clinics competitive advantage reinforces its mission vision and values and promotes world class customer service C rossCountry Mortgage Inc is a full service lender founded on the premise that it could do more to meet the needs of customers every step of the way through the process of becoming a homeowner Its mission is to provide clients with the best possible advice while facilitating a straightforward stress free mortgage process for the buyers sellers and real state agents CrossCountry with direction from COO Jodi Hall strives to be recognized as a leading and reputable mortgage company which it works to achieve by earning its customers trust While the company prides itself on developing rewarding longterm customer relationships that goal crosses over to its approach to its staff It considers its human resources department its internal customer service department The company believes it is important that each new employee knows that the company is thankful they chose to work at CrossCountry New hire orientation begins by thanking employees and conveying that they have a voice in the company Hall emphasizes a platform called the Idea Bridge through which employees can share ideas and innovations enabling them to make their innovations a reality All of this is an effort to create a first day experience that sends new employees home knowing they made the right choice T hrough its CLE Travelbackers program and CLE Concierge Team Destination Cleveland is committed to making superior customer service the regions competitive advantage as a destination Customer service is essential to how Cleveland looks acts and feels as a visitor destination and the citys frontline staff servers hotel employees taxi drivers etc define the experience for the vast majority of visitors Through the CLE Travelbackers program Destination Cleveland provides the citys travel and tourism community with the knowledge and tools needed to improve the visitor experience In five years the CLE Travelbackers Program has trained over 2500 participants representing over 280 businesses and organizations Destination Cleveland led by President and CEO David Gilbert also underscores its commitment to customer service with its CLE Concierge Team These Destination Cleveland staff members provide recommendations to visitors at every stage of their journey from pre trip planning to customized recommendations based on interests Destination Cleveland believes best in class customer service is critical to consistently provide positive experiences for visitors change the narrative about Cleveland and encourage repeat visits Destination Cleveland David Gilbert President and CEO www thisiscleveland com CrossCountry Mortgage Inc Jodi Hall COO www crosscountrymortgage com Cleveland Clinic Dr Delos Toby Cosgrove President and CEO my clevelandclinic org

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